At a Glance
- Tasks: Lead backend engineering for innovative customer support solutions using cutting-edge technologies.
- Company: Marks & Spencer, a digital-first retailer transforming the retail experience.
- Benefits: 20% discount, competitive holidays, bonus schemes, and tailored training opportunities.
- Other info: Inclusive culture focused on innovation and personal growth.
- Why this job: Join a dynamic team shaping the future of retail technology and customer experiences.
- Qualifications: Experience in backend engineering with Java and knowledge of CCaaS platforms.
The predicted salary is between 60750 - 74250 £ per year.
- Staff Software Engineer- Customer Support
- About M&S
Marks & Spencer is transforming how it operates as a digital-first, engineering-led retailer.
Our Digital & Tech teams build the services, platforms and experiences used by millions of customers and thousands of colleagues across stores, websites, apps and support functions.
We are ambitious about the future of retail. We aim to raise standards, do the right thing and create inclusive teams where people can bring their whole selves to work.
About the role
We are looking for a backend-focused Staff Software Engineer to provide technical leadership across our Contact Centre.
This is a hands‑on, high‑leverage engineering role: you will solve the most complex technical problems, shape direction across teams and evolve the services, integrations and customer experiences built around Contact Centre as a Service (CCaa S) platforms such as Azure, Google, Zendesk and Twilio.
You will work closely with engineering, Product, Architecture, Data, Security and Customer Service colleagues to turn customer and colleague needs into reliable, scalable and measurable technology.
This includes customer FAQ and self‑service experiences, colleague tooling and responsible AI automation.
The role is primarily focused on backend engineering in Java, while providing technical direction for frontend experiences built with React and Next. js.
- What you’ll do
- Set and communicate technical direction for Contact Centre technology, aligning near‑term delivery with a coherent longer‑term architecture.
- Design, build and operate secure, resilient, observable services and platforms that can evolve as the business changes.
- Stay hands‑on with production‑quality code, technical discovery, design decisions, reviews and complex problem solving.
- Lead the design of distributed systems, APIs, integrations and event‑driven workflows where appropriate.
- Define robust integration patterns for Zendesk, Twilio and other CCaa S capabilities across telephony, messaging, case management and customer data.
Who you are
- Significant experience designing, developing and operating production software at scale.
- Strong understanding of software engineering principles, distributed systems and modern delivery practices.
- Deep backend engineering experience with Java and its associated frameworks, architecture patterns and testing practices.
- Experience designing integrations with third‑party Saa S platforms; knowledge of Azure, Google, Zendesk, Twilio or another CCaa S platform is particularly relevant.
- Experience leading technical direction across more than one team or product area, with the influence to bring people with you.
- What’s in it for you
- 20% colleague discount across M&S products and selected third‑party brands after probation.
- Competitive holiday entitlement, with the option to buy additional days.
- Discretionary bonus schemes linked to personal and business performance.
- Defined contribution pension scheme and life assurance.
- Tailored induction, training and development opportunities.
- Discounts and wellbeing support through the M&S Choices portal.
- Family‑friendly parental, adoption and neonatal policies.
- Wellbeing support, including virtual GP access and support for you and your family.
- One paid charity volunteering day each year.
Benefits and eligibility are subject to the applicable M&S terms and policies.
Everyone’s welcome
We are ambitious about the future of retail.
We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era.
We’re transforming how we work together and offering our most exciting opportunities yet.
Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers.
Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best.
We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application.
This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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Staff Software Engineer- Customer Support in City of Westminster employer: Marks & Spencer Plc
Marks & Spencer Plc is an excellent employer, offering a vibrant work culture that fosters innovation and collaboration in the heart of Salford. Employees benefit from a competitive package, extensive professional development opportunities, and the chance to lead cutting-edge HR technology initiatives, making it a rewarding place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Staff Software Engineer- Customer Support in City of Westminster
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Marks & Spencer Plc or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Marks & Spencer Plc.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Marks & Spencer Plc.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Marks & Spencer Plc that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Staff Software Engineer- Customer Support in City of Westminster
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Marks & Spencer Plc.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Marks & Spencer Plc and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Marks & Spencer Plc
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Marks & Spencer Plc uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
